Operations

Service Performance Checklist

This checklist is used by management to assess employee performance against core guest expectations. This policy applies to all staff, including part-time and outsourced personnel, across service-related industries: • Hospitality: Hotels, resorts, and lodging. • Retail: Stores and boutiques. • Service Industry: Broad facility and service management.

3 sections · 31 questions

GROOMING AND BEHAVIORAL STANDARDS

Is the uniform the correct size, complete, properly buttoned, clean, and neat?Required
Are shoes polished, clean, and appropriate for the role?Required
Is hair longer than shoulder length neatly tied or secured for female employees?Required
Is male employees’ hair well-combed and not extending below the collar or over the ears?Required
Is natural hair color used (e.g., black)?Required
Is the name badge worn, clean, in good condition, and easily readable?Required
Are nails well-trimmed? Female employees may only wear clear nail polish.Required
If deodorant, cologne, or aftershave is used, it must be applied in moderation and should not be offensive to others.Required
Are light cosmetics used, and if lipstick is worn, is the color appropriate for female employees?Required
Do male employees have no earrings, beards, or mustaches?Required
Is the employee walking briskly with a straight back and not leaning on walls?Required
Does the employee keep their head up and refrain from using a mobile phone while walking?Required
Is the employee using the stairs when going up or down one floor?Required
Is the employee consistently visible at the hotel entrance between 07:00 and 23:00 to assist guests with luggage and open car doors?Required
Does the employee look up at least three times or maintain at least 10 seconds of total eye contact during service?Required
Are mobile phones and other distracting items kept out of sight?Required

KNOWLEDGE

Does the employee fluently present the company’s key cultural elements and storytelling in English and at least one local language?Required
Can the employee correctly answer at least three questions about hotel products, such as the hotel address, phone number, Wi-Fi access, and the locations of all meeting rooms and outlets?Required

SERVICE AND ENGAGEMENT

Does the employee consistently greet guests with a smile, using English or at minimum one local language, whenever appropriateRequired
Does the employee appropriately welcome guests by saying, ‘Welcome (back) to (Brand Name) Hotel,’ and use the guest’s name for returning guests?Required
Does the employee maintain eye contact and notify the guest that service will be provided shortly when they are occupiedRequired
Does the employee speak clearly and use English and/or the local language effectively to facilitate meaningful two-way communication with the guest?Required
Does the employee engage naturally, in a friendly and attentive manner, free of scripts, jargon, or slang?Required
Does the employee use the guest’s name naturally and discreetly, without overuse?Required
Is the service anticipatory, with the employee proactively addressing the guest’s future needs and opportunities?Required
Does the employee adapt effectively to changing situations and guest needs?Required
Does the employee check guest satisfaction during service and replenish drinks or snacks as needed?Required
Does the employee offer further assistance by asking, ‘Is there anything else I can do for you?’ before concluding the service?Required
Does the employee wish the guest well at the end of service by saying, ‘Enjoy your stay (meal or drink)’ or ‘Have a beautiful day’?Required
Does the employee show appreciation at the end of service by saying, ‘Thank you for coming/staying with us’?Required
Does the employee invite the guest to return by saying, ‘We hope to see you again’?Required

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